First-Line Manager – Russian & Ukrainian Speaking (Remote)

About the role

We are looking for a bilingual First‑Line Manager to handle incoming client inquiries for our German‑based educational programmes. The role is fully remote and focuses on qualifying warm leads in Russian and Ukrainian.

Key responsibilities

• Answer new inquiries within a 15‑minute SLA and follow up missed calls according to protocol.
• Make up to six call attempts over three days and conduct 7‑minute qualification calls using a structured script.
• Collect client information, explain next steps, and schedule consultations with Sales or Admissions teams.
• Communicate with prospects via WhatsApp and email using prepared templates.
• Accurately update deal stages, tasks and client data in the CRM and record all interaction results.
• Adhere to scripts, communication standards, SLA requirements and lead‑processing procedures.

Required profile

• Minimum 6 months experience in a call‑center, customer‑service or first‑line sales role.
• Fluent spoken and written Russian and good Ukrainian proficiency.
• Strong verbal communication, clear speech and ability to follow scripts while keeping conversations natural.
• Attention to detail, multitasking ability and responsibility to meet KPIs.
• Stable internet connection, computer and headset for remote work.

Required skills

• Experience with CRM systems (e.g., Zoho CRM, amoCRM).
• Telephony, WhatsApp and email communication tools.

What we offer

• Fully remote work with shift‑based schedule (weekdays and weekends) covering 09:00–20:00 CET.
• Fixed salary of €400 per month plus €5 for each consultation transferred and a €50 quality bonus for high call‑quality scores.
• Average workload of about 35 new leads per day, roughly 4.5–5 hours of active work daily.